unit 12 it tech support

tuesday lesson with james i.t technical support weekly blog
I.T Technical Support   Activity
1:explain what is the Essential contact information for end users
Name
Address
Contact Number
E.mail
Ip Address
Room/Building no
Ext Number
Office hours
Computer serial number
2:Explain how faults could be logged
The role of fault logs.
Fault logs can be recorded systematically and this therefore helps with diagnosing and preventing
problems. Fault logs can be good at identifying reoccuring faults, which could highlight
problems with the computer system itself.

Example of a fault log:
Staff Name and Date - Ian / 31/7/03
Problem and description (including any error messages) - Mouse stopped working.
Time taken to fix problem - 30 mins
 Attempted solution and suggestions for next step -  Checked mouse device settings in control
panel / system. No properties found. Turned off PC and Swapped over mouse. Mouse started
working again.

Person who fixed it  - Jo
Contact information - Central Services IT co-ordinator


 An Example of fault logs within a company:
The fault logs need to gather certain information and this information can be judged on:
Within the company EGS, an example of their fault log:
They have to discover the:

The name and the role of the organization
Company
Equipment make, model and the serial number
Description of the fault
To tackle the fault, the EGS engineer takes the information listed in the fault and
will then talk directly to the customer about the fault and enlist them with a reference
number. The reference number is used throughout the process and the customer can refer to this
at any time.
Further support is offered if the fault cannot be determined and this support comes in the form of emailing through
further information about the fault, or if the fault is hardware, then possibly
sending back the damaged hardware. Once the fault is all sorted out, then the case is closed.
3

FAQ:

Level 1 Support:

- How do I save a word document?

- Where do I find manuals for Office?

- My printer isn’t printing.

- Projector: isn’t showing what’s on screen – Choosing correct video source and adjusting projection image.

Level 2 Support:

- Users in the work place can’t print off from the network printer.

- Toner has run out, I need a new one.

Level 3 Support:

- How long is left on my license for Win Server ’08?

- I cannot log into the domain on the network. "System Cannot Log You On to This Domain"

Essential contact information:

Name

Address

Contact number

Email

IP address

Room/building number

Phone Extension number

Office hours

Computer serial number

A screen shot of BIOS POST:
http://download.oracle.com/docs/cd/E19432-01/820-7143-11/figures/win2003-5.jpg
A screen shot of;
Windows XP Control panel:
http://www.energystar.gov/ia/products/power_mgt/winXP_control_panel.jpg

Windows Vista control panel:
http://home.comcast.net/~jesse99/Control_Panel_Classic_View.jpg

Windows 7 control panel:
http://www.windows8update.com/wp-content/uploads/2009/11/Windows7-Control-Panel-21.jpg


Basic data collection form:
http://www.hollyfield.kingston.sch.uk/gcseit/images/datacol2.gif

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